The advantage with Delhi is the e-Readiness of its citizens, which helps to achieve the goal of the e-Governance. The major hurdle in achieving the e-Governance is capacity building – it is a huge challenge due to the lack of skilled manpower that can conceptualise, implement and effectively rollout e-Governance initiatives. An assessment of the current capacities and skill sets and the future requirements of the same to successfully implement the e-Governance initiatives is underway.
Government of NCT of Delhi aims to create a state where all citizens can transact with the government electronically, with most of the services being provided online while ensuring that there is no digital divide. Delhi had initiated its first e-Governance project in 1995-96 by computerisation of Transport and Sales Tax Department. Government started driving license preparation on (Public-Private Partnership (PPP) model in 1997 for the first time in the country. Delhi government announced its IT policy in August 2000 with the objective of using IT as an enabler for the people.
Currently, Delhi government is ensuring information dissemination through the 100+ websites of its various departments/corporations in a user-friendly manner. The website of Delhi government namely, http://www.delhigovt.nic.in enables citizens to log in and send their complaints online. The portal has been designed keeping the citizen in focus, which also enables people to file applications online.
Use of technology for monitoring citizen services in Delhi is at an advanced stage and will be realised through implementation of the Centralised Grievance Redressal and Monitoring System. This initiative, which is at the testing stage, would combine in itself a call centre and a computerised grievance monitoring system. This system will provide citizens with the facilities of finding information and lodging complaints through a variety of channels including Internet, mobile phones, telephones and paper based system. The system provides for automatic escalation of the grievances from one official level to the next higher level, if the grievances are not redressed at the lower level in a time-bound manner. The 34 Citizen Service Bureaus (CSBs) are functional, wherein the services of the various departments are provided to the citizens. It is proposed to increase the number of CSBs from 34 to 134. Smart card based ration cards is envisaged. Driving license is also being automated. The web based application for preparation of ration card is also under implementation.
Some successfully implemented e-Governance projects are Indraprastha Bhulekh (for automation of revenue records and is being used to record changes in ownership (mutation), Online Khatauni (Record of Right of Agricultural Land), Delhi Online Registration Information System, e-Praman P (for issuing of various types of certificates issued by the district administration), Student Performance Tracking System of Government Schools etc. The advantage with the state of Delhi is the e-Readiness of its citizens, which helps to achieve the goal of the e-Governance.
The major hurdle in achieving the e-Governance is capacity building – it is a huge challenge due to the lack of skilled manpower that can conceptualise, implement and effectively rollout e-Governance initiatives. An assessment of the current capacities and skill sets and the future requirements of the same to successfully implement the e-Governance initiatives is underway. It is proposed to setup an e-Governance centre for providing the training on the change management, business process re-engineering etc, which is essential to achieve the goal.
All the projects identified under the National e-Governance Plan are being implemented. The computerisation of the land record, property registration, treasuries, employment exchanges and trade & taxes has been completed. Delhi state wide area network (DSWAN) is under execution, wherein 31 departments have already been connected with the Delhi secretariat with leased line connectivity, By May 2007, another 31 departments would be connected. An important upcoming initiative is Delhi online, The objective of the Delhi online is to provide front-end services like bill presentment, bill payment and accounting of receipts through the use of the latest technology
On the pattern of some of the world class cities, it is proposed to develop wi-fi zones having wireless hot spots in Delhi, where internet facilities will be available free of cost or at nominal charges. Connaught place is expected to be developed as the first such wireless Internet hot spot on pilot basis. It is also proposed to setup Urban knowledge centre to strengthen the urban knowledge system to provide information to disempowered segments of the society in over 3000 slums in Delhi. The Urban knowledge centres will provide educational facilities while also serving as information dissemination and e-Governance interfaces. It is proposed to implement this project through the non-government organisations (NGOs). The work for computerisation of all the Hospitals of the Delhi Government and smart card based driving license is under progress. The Out Patient Department (OPD) services of most of the hospitals are computerised on outsourced model.
The web based tender notice information system (TNIS) was implemented in February 2003, which allows publication of all tender notices at one location which can be viewed by any one at any time. On publication of the tender, this system provides free email notification to those who have registered themselves on the site.
Govt. of NCT of Delhi has very recently got Data Quest’s “Best e-Governed State in Northern Region” award in 2006 and 2007.
Kedah Marching Towards ‘Info Technology-Ready’ State
Kedah (Malaysia) puts itself in the fast track to be an “IT-ready” state. Datuk Nawai Ahmad, Chairman, State works, energy, information, information and communication technology (ICT) and environment committee, said “plans were being made to provide high-speed broadband of upto 100 mbps and discussions were ongoing with several companies to use wireless fibres to provide Voice-over-Internet Protocol (VoIP), Internet Protocol Television (IPTV) and video conferencing.”
He also announced the upcoming biggest state-level ICT carnival. The theme of the carnival is ‘IT Ready’. Some of the activities to be lined up in the carnival include ICT exhibition, PC Fair, Mentri Besar ICT Innovation Award competition, among others. He said, the state was aggressively promoting the “Broadband in Every Household” campaign to increase the broadband usage from 5.1 percent to 70 percent of the 490,000 households in the state within the next three years. The state was also collaborating efforts with Stacks Integrator Sdn Bhd to create a pool of ICT entrepreneurs in every Mukim (sub-district), he added.
Dell enters into e-Government Market
Dell, a leading global provider of systems and services, is aiming for government business in India. The company has identified government, public sector and education as areas to achieve stronger growth in India.
While speaking at the discussion titled, ‘Democratising Technology in Government, Public Sector and Education’, Rajan Anandan, vice president and general manager said that the government is the largest buyer of computer systems in India. The company is delivering IT infrastructure to institutional customers. Dell is offering to deploy optimized solutions, traffic value over the long term and technology to its customers. Dell is helping clients to deploy mission critical applications from the data centre to the end users.
Major Initiative: To provide citizens with the facilities of finding information and lodging complaints
Succesful Project: Centralised Grievance Redressal and Monitoring System, Indraprashtha Bhulekh, Online Khatauni, Delhi Online Registration Information System, e-Praman Patra